Ninety-six per cent of shareholders approved the arrangement, paving the way for the deal to proceed after earlier green lights from the Australian Competition and Consumer Commission (ACCC) and the Foreign Investment Review Board.

The acquisition of Mantra Group by Accor, already the country’s biggest accommodation operator, gives the Paris-based company 15 per cent of the local market through 370 hotels and 53,000 rooms across a dozen brands.

Accor will take control of Mantra Group on May 23.

The ACCC gave the go-ahead for the takeover in March after finding little overlap between the two groups, which operate in different parts of the market.

”Accor’s business is mainly focused on hotel-style accommodation and its brands include Sofitel, Novotel, Mercure and Ibis,” ACCC chairman Rod Sims said.

“Mantra’s focus is on serviced apartments, which it offers through its Peppers, Art Series, Mantra and Breakfree brands.

”The combined Accor-Mantra will still compete with other international and national chains, as well as many independent hotel and accommodation providers.”

Accor recently sold a 55 percent stake in its hotel investment platform AccorInvest for almost $7 billion, with CEO Sebastien Bazin saying the proceeds would go towards funding the Mantra deal.

It’s not yet certain whether Manta Group CEO Bob East, who is currently the chair of Tourism Australia, will remain with the company. Mr East has led Mantra since 2007.

AccorHotels, which was one of the busiest operators last year, has opened its Sofitel Sydney at Darling Harbour and will also operate the new MGallery by Sofitel at Chadstone shopping centre in Melbourne.

It recently opened the new $140 million William Inglis hotel, another MGallery by Sofitel, at Sydney’s Warwick Farm.

]]>https://www.accomnews.com.au/2018/05/shareholders-say-oui-to-french-takeover/feed/0Like putting a toad in cold water: the slow-burn injuries hurting hospitalityhttps://www.accomnews.com.au/2018/05/like-putting-a-toad-in-cold-water-the-slow-burn-injuries-hurting-hospitality/
https://www.accomnews.com.au/2018/05/like-putting-a-toad-in-cold-water-the-slow-burn-injuries-hurting-hospitality/#respondSun, 20 May 2018 07:37:20 +0000https://www.accomnews.com.au/?p=30270Following a seminar at a recent housekeeper’s forum, one critical issue addressed that merits further discussion is repetitive strain injuries (RSIs), especially those within an ageing workforce.

A combined aggravation of both the nervous and musculo-skeletal system, an RSI is typically caused by repetitive tasks or those which put the body in an awkward position.

There are many different types of RSIs, but as I am not a doctor, the diagnoses and exact syndromes are not the focus here.

Rather, it is vital that all hoteliers recognize how RSIs may develop in a workplace setting so that steps can then be taken to reduce or prevent their occurrence altogether.

RSIs can not only hamper an employee’s ability to perform at his or her best but they can also have a toxic effect on those closest to the afflicted individual.

Being a true leader means caring for your team and their health, and thus corrective actions must be taken.

First, identify those areas of your operations that are most prone to RSIs. Next, review what’s available for you as ergonomic solutions. Then incorporate these new best practices into your training initiatives to minimize the incidence of chronic injuries amongst your associate.

Since the advent of typewriters, then computers, there has been a steady increase in RSIs associated with the arms, wrists, fingers, shoulders and neck, all attributed to the widespread use of keyboards in the office, which requires long periods of repetitive motions in a fixed, unnatural posture.

Most offices have adjusted their workstations accordingly. If you have not examined those areas where associates are working continuously on keyboards and made physical space adaptations to make this work more comfortable, there are no excuses as cost-effective retrofit solutions are readily available.

Outside of basic wrist pads and gels to prevent carpal tunnel, consider standing desks that also have the option for seated work when an employee wants to rest their feet.

Desk workers using computers are but one area where hoteliers are at risk for RSIs.

Most occupational injuries are caused by cumulative injuries rather than a single occurrence – chronic, not acute.

Housekeepers, for example, make repeated motions that can lead to muscle, tendon and skeletal injuries.

Think about the fact that a typical housekeeper will dress a dozen beds and clean a similar number of bathrooms in a single eight-hour shift.

If they are not properly balanced by, say, bending at the knees instead of hinging at the hips, the chance of garnering a lower back or patellar injury is significantly heightened.

What’s important to know about the symptoms for chronic injuries is that they are like putting a toad in cold water then gradually raising the temperature. They start with a dull aching, a slight tingling or extremity weakness.

Initially, the sufferer will experience these as only intermittent discomfort, but they will increase in frequency if the causative movements or bodily positions aren’t managed.

Many will try to ‘work through it’, especially when they are paid on a shift or credit basis, or if they feel obliged to the rest of their team. In doing so, their work suffers; to avoid pain, they may cut corners.

The indirect results of which can be catastrophic to your business – just image the impact on your TripAdvisor scores from improperly cleaned guest bathrooms.

Others will recognise their injuries and call in sick. And they are!

This is not an injury that heals with a few simple pills and a week off, though.

Don’t be surprised if the RSI leads to long term disability. Indeed, as the symptoms progress, the ability for that team member to maintain his or her assigned tasks is drastically reduced.

Caught early, some RSI issues can sometimes resolve themselves if effective treatments, exercise regimens or rehabilitation programs begin immediately and are undertaken with a reasonable frequency for a very long time.

An RSI from sitting at a desk for five days a week may take a decade to progress to the point where it is incapacitating, you cannot expect such wounds to heal overnight.

In rare cases, more aggressive intervention such as surgery may even be required.

Not to scare you, but if you have a loyal but ageing workforce, think of the impact on your insurance premiums.

As we age, and our bodies succumb to the rigours of prolonged wear and tear, RSI mitigation should be first and foremost on your radar.

You should include both your training team and operations staff in designing programs to support your staff and keep them as healthy as can be for as long as they are members of your hotel team.

]]>https://www.accomnews.com.au/2018/05/like-putting-a-toad-in-cold-water-the-slow-burn-injuries-hurting-hospitality/feed/0Are your pillows making guests sick?https://www.accomnews.com.au/2018/05/are-your-pillows-making-guests-sick/
https://www.accomnews.com.au/2018/05/are-your-pillows-making-guests-sick/#respondSun, 20 May 2018 07:38:27 +0000https://www.accomnews.com.au/?p=30263A massive 91 percent of people rate pillows as vital for a good night’s sleep according to the US National Sleep Foundation.

Yet while accommodation houses have woken up to the importance of pillow comfort in recent years, many remain unconscious of the fact that discerning guests are looking for more than softness.

No pillow will be winning awards for comfort if there are stains beneath its snowy protectors or allergy-inducing bacteria luxuriating within its fluffy stuffing.

So here’s some discrete pillow talk to help accom managers bolster their bedroom hygiene.

A hotel that runs at 70% occupancy with guests staying an average 1.4 nights will have around 180 people a year sleeping on a pillow, each imprinting their unique blend of oils and odours.

Housekeeping staff may be adept at pulling stained, flat or lumpy pillows out of service but they don’t have the means to see what lurks inside.

A three-year-old pillow, for example, will contain some 100,000 dust mites, one of the major causes of allergies.

Pillows are major breeding grounds for bacteria, viruses and mould which can negatively affect guests and cause symptoms after checkout.

Pillow protectors help limit staining, but they do nothing to eliminate the build-up of dust or prevent micro-organisms from growing inside pillows.

Brian Guernier of US company Pillow Fresh surveyed pillows in 30 four and five-star accommodation properties and found most were around seven years old – in line with the cycle of a hotel’s soft goods replacement.

“This seems like a very long-time for a hotel to keep their pillows in service,” he said.

“In fact, most knowledgeable hotel industry professionals will tell you pillows should be replaced every two years.”

How to maintain a pillow inventory

The first option is to wash pillows, but laundering does not get the dust out of the inside of a pillow, is water and energy intensive and often requiring several cycles to clean and dry. Detergent can cause the filling material to break down prematurely and washing synthetic pillows can often cause the inside to “pill”, making the pillow uncomfortable to lie on.

The second option is to replace pillows every two years. While it’s not environmentally friendly, this is probably the best option for those using lower cost synthetic or chambered feather-and-down pillows.

The last option is for operators with quality feather-and-down pillows to implement a cleaning and restoration process using specialised equipment. Each pillow is cut open and the contents are tumbled under a sanitising and deodorising light to kill bacteria and sift out dust and dust mites. The contents are blown back into a new pillow cover and the four-inch cut is stitched up – a process taking around five minutes per pillow. With the latest emphasis on sustainability, this could be a marketing opportunity and a cost saver for larger hotels.

]]>https://www.accomnews.com.au/2018/05/are-your-pillows-making-guests-sick/feed/0Making guests feel so special they want to re-bookhttps://www.accomnews.com.au/2018/05/making-guests-feel-so-special-they-want-to-re-book/
https://www.accomnews.com.au/2018/05/making-guests-feel-so-special-they-want-to-re-book/#respondSun, 13 May 2018 12:31:45 +0000https://www.accomnews.com.au/?p=30070How do you communicate with your guests once they’ve made a booking?

Before answering this, think for a minute about all the different ways a guest could book a reservation with your accommodation – direct, online travel agency or travel agent to name a few.

Also think about how many reasons there are for travelling – business, vacation, family, friends etc. Given this, now think about how you are communicating with every one of those guests:

Do they all receive the same communication to confirm their stay and/or before their arrival?

Are they all confronted with the same post-stay survey communication once they check-out?

What level of interaction, outside of face-to-face encounters, do you provide to each guest?

With 62 percent of online adults choosing, recommending or paying more for a brand that provides a personalised service or experience, it’s vital that hotels are listening to consumers and providing the experience and service they now demand.

The true guest experience

Hospitality is no longer predicated on a handshake when the guest arrives and departs, nor is it based on the exchange of some pleasantries during or at the end of a guest’s stay.

This by all means is still incredibly important, but it’s also about making experiences memorable throughout the whole travel journey. This means considering aspects where human interaction cannot play a role. For example:

In front of the customer when he or she is not in residence at a brand property, whether that be online, mobile, or email

In the back office, storing guest records and strictly maintaining the privacy of that information

In the marketing department, helping to formulate personalised campaigns for greater revenue and loyalty

With the customer in between visits, reminding him or her of the affinity he or she has for the brand, and when the next stay might be

Using technology solutions to assist in these important moments is key and enables hoteliers to keep up with higher consumer expectations and technology trends.

How do you put this into practice at your hotel?

Use your data. Your property management system, spa booking, food and beverage, computer management system software and others are all working hard in the background to process data and churn out automated triggers based on guest data.

While these systems continue to gather, sort, and categorise information about each guest, their disparate nature makes it challenging for hotels to act on it.

By using a platform, such as customer relationship management (CRM) software, hotels can gain a better understanding of each guest and use the technology to enhance the guest experience where human interaction cannot.

By bringing disparate data systems together, hoteliers are provided with a single source of truth for every guest, regardless of their booking channel, interests, reasons for travel, previous stay data, favourite wine, spa preferences and more.

Communicating in the right way with each guest

Once the data is centralised, hoteliers can begin to act on the information available. This is where segmentation really comes into play and where hotels can enhance the experience for each guest once a booking has been made.

One of the first pieces of information that will be collected from a guest at the time of booking will be an email address.

The email address almost immediately becomes the main conduit by which the hospitality operator establishes a channel of communication with the guest.

How that channel is then managed will set a tone for the relationship going forward, and this should be one of the guest’s first options: does he or she want to hear from the hotel, and if so, under what circumstances?

Once that has been determined, it is now possible for the hotel to provide each guest with communications, through multiple channels that are relevant and personalised for each guest.

Using the data collated from multiple systems, hoteliers can then begin to automate and segment their communications based on a multitude of data points, such as:

Spend per stay

Frequency of visits

Preferred locations and booking patterns

Interests

Behavior

Satisfaction

Reasons for travel

Working behind the scenes, this not only helps marketing set out segmented automation for pre-arrival, in-hotel and post-stay communications, but will also help the front desk offer a proper greeting, allocate the correct level and location of room, and tailor the rest of his or her stay in a way that ensures that stay is just one of an ongoing choice.

A robust, centralised technology platform that enhances personalisation and segmentation gives hoteliers the tools they need to be competitive in a growing but already exceptionally crowded marketplace. It also helps to positively manage the guest relationship and drive guest retention through a holistic approach.

]]>https://www.accomnews.com.au/2018/05/making-guests-feel-so-special-they-want-to-re-book/feed/0Airbnb a “huge problem” for Australia’s capital citieshttps://www.accomnews.com.au/2018/05/airbnb-a-huge-problem-for-australias-capital-cities/
https://www.accomnews.com.au/2018/05/airbnb-a-huge-problem-for-australias-capital-cities/#commentsThu, 03 May 2018 22:44:46 +0000https://www.accomnews.com.au/?p=29883New research shows more than one in ten Australians now stay in Airbnb rentals when they travel, up three percent over the course of a decade.

Gary Morgan, CEO of market analysts Roy Morgan, says the proliferation of short term-accommodation has far-reaching implications for all major cities.

The research shows 10.4 percent of travellers stayed in home sharing accommodation on their last trip, up substantially compared to a decade earlier when only 7.1 percent chose this type of accommodation.

Aside from the effects on other accommodation providers, Mr Morgan says Airbnb presents a “huge problem” for cities like Melbourne, where apartment prices have nose-dived on the back of cheap rentals.

“Unfortunately, there is a price to pay for this cut-rate accommodation and it is being paid for by apartment buyers and developers who are suffering from a reduction in apartment values caused by short-term travellers,” Morgan said.

“These apartments weren’t originally bought or sold on the understanding they would be used as a revolving door by travellers from both Australia and overseas.”

According to Roy Morgan, Melbourne is Australia’s favoured destination with Airbnb travellers, with 11.6 percent of people visiting Victoria’s capital city on their last trip staying in either rented houses or rented serviced apartments on that trip, up 3 percent on a decade ago.

In comparison, 8.5 percent of people who visited New South Wales capital Sydney on their last trip stayed in either rented houses or rented serviced apartments on that trip, up 1.3 per cent on ten years ago.

Brisbane has also seen strong growth in this type of accommodation being utilised, with 11.4 per cent of people who visited Brisbane on their last trip stayed in either rented houses or rented serviced apartments on that trip compared to 7.2 percent in 2008.

In post-mining boom Perth, however, the trend is reversed. Only 4.2 percent of people who visited the WA capital on their last trip stayed in rented houses or rented serviced apartments on that trip, less than half the levels of a decade ago when the mining boom was in full swing.

A mayoral candidate for Melbourne, Gary Morgan has urged the Victorian government to legislate that that those renting apartments through Airbnb stay for a minimum of one month, which “forces the traveller to invest in the maintenance of the apartment and surrounding amenities”.

“Melbourne has seen a huge surge in apartments being used for Airbnb short-term accommodation over the last decade and this has cut the value of apartments,” he said.

The $1 billion Ruby Apartments, slated for launch on 5th November, are still part-way through construction but are taking pre-opening bookings to attract families planning ahead for Christmas.

Those happy to risk booking early are offered a 54 percent discount on rates as the developer looks to attract guests to the ‘Ruby experience’.

The advertising blurb froths: “Crystallised by the motto, ‘we don’t do ordinary’, the Ruby experience will stand apart from what visitors have come to expect from a Gold Coast stay with a new level in service and amenities that will knit together the northern Surfers Paradise precinct. In short, The Ruby is a game changer.”

The Surfers Paradise complex will be staffed by ‘Ruby Ambassadors’ charged with better understanding their guests and servicing every whim – from booking tours and making dinner reservations to “conversations over morning coffee”.

That sparkle extends to the accommodation, CEO David Brook saying: “The rose gold accents throughout each apartment are modern yet timeless touches and drawn from the inspiration of our namesake Ruby.

“With an emphasis on space and design, each apartment exudes a luxurious feel that complements our Gold Coast surrounds. The use of teal and earthy tones brings together the ocean and hinterland and our bedspreads form a ripple like the ocean.”

The 30-floor Ruby tower will feature 243 apartments and 13 villas with ocean or hinterland views, each with a kitchen, lounge and dining areas, ensuite, free Wi-Fi and access to a ‘digital concierge’.

The complex is billed as “combining family appeal and five-star facilities with a sophisticated indulgence and cutting-edge features”.

All pre-opening packages are on sale for a limited time and available for travel from 5 November 2018 to 31 March 2020. They can be booked at www.therubycollection.com.au/sleep.

]]>https://www.accomnews.com.au/2018/04/ruby-to-shine-on-gold-coast-skyline/feed/0Strong growth fuels aggressive investment by franchise gianthttps://www.accomnews.com.au/2018/04/strong-growth-fuels-aggressive-investment-by-franchise-giant/
https://www.accomnews.com.au/2018/04/strong-growth-fuels-aggressive-investment-by-franchise-giant/#respondWed, 18 Apr 2018 00:48:17 +0000https://www.accomnews.com.au/?p=29415A major Australian hotel franchise has added 560 rooms in the first quarter of this year – its strongest growth in a decade.

Choice Hotels Asia-Pac is expanding its footprint across Victoria, Western Australia, New South Wales, Queensland and Christchurch in New Zealand.

The group’s aggressive acquisition strategy aims to add a total of 2000 rooms by the end of the year, fuelled by a booming tourism market.

The strategy includes four new-build hotels to be completed within the next three years, with investment from Choice Hotel’s franchise partners across the four new build properties estimated to be in excess of AU$100 million.

Choice Hotels Asia-Pac CEO, Trent Fraser said: “This is one of the best starts to the year for the company in terms of
development in the past decade and demonstrates the growing demand in the mid-market accommodation sector
across the Asia Pacific region.

“Through our recently launched online platform, Needabreak.com, we will continue to inspire people to take more short breaks this year.

“New properties support our focus on hotels that cater to the short break traveller. We’ll continue to seek properties that are tailored to this growing market.”

Joining the group is the 3-star Comfort Hotel Sydney Airport, located close to Sydney’s international terminal, Arncliffe train station, the Kogarah Golf Club and Bardwell Valley Golf Club.

The 3.5-star Comfort Inn North Brisbane is another recent addition, re-branded under the Choice Hotels banner ahead of the Commonwealth Games. The 56 room property is close to Carseldine train station, 30 minutes from Brisbane International Airport and a short drive from Brisbane Entertainment Centre.

The group has also partnered with four new-build properties – the Ingot Hotel Bel Eyre in Perth, the Clarion Suites Christchurch and Quality hotels in Flemington and Bendigo, Victoria. All four are due for completion within a time frame of six months to three years.

]]>https://www.accomnews.com.au/2018/04/strong-growth-fuels-aggressive-investment-by-franchise-giant/feed/0When guests want to pay… get out of the wayhttps://www.accomnews.com.au/2018/02/when-guests-want-to-pay-get-out-of-the-way/
https://www.accomnews.com.au/2018/02/when-guests-want-to-pay-get-out-of-the-way/#respondSun, 11 Feb 2018 09:49:53 +0000https://www.accomnews.com.au/?p=27779Stop blocking bookings – be flexible and allow as many payment methods as possible.

A booking in progress is a fragile and fickle thing. So many factors could derail the process and cause people to abandon their reservation and head over to another hotel or OTA. In fact, often it’s a complicated hotel booking engine process that pushes people to walk away from their reservation.

This is especially true at the moment of truth… at checkout!

Most hotels are smart about giving their guests options – from room types to upgrades. However, many hotels don’t extend their flexibility when it comes to paying. Instead, they offer a rigid set of payment options.

And some go even further – Couples Resorts offers the Love Away payment plan which allows guests to place a $100 deposit, then enter into a layaway plan for their getaway.

Also, don’t forget to mention security clearly on your checkout page, otherwise you run a serious risk of abandonment. Customers need to feel confident that their payments will be handled securely. A statement of secure payment (or security badges) reassures your customers and could be the difference between a new guest and a lost sale.

]]>https://www.accomnews.com.au/2018/02/when-guests-want-to-pay-get-out-of-the-way/feed/0Radisson on Flagstaff Gardens’ birthday makeoverhttps://www.accomnews.com.au/2018/02/radission-on-flagtstaff-gardens-birthday-makeover/
https://www.accomnews.com.au/2018/02/radission-on-flagtstaff-gardens-birthday-makeover/#respondSun, 11 Feb 2018 10:06:43 +0000https://www.accomnews.com.au/?p=27782Radisson on Flagstaff Gardens Melbourne has maintained a strong presence in the Melbourne hospitality market for the past 20 years – and it’s about to get a facelift.

Originally the Victoria Police headquarters from 1977 until 1995, the building received a multi-million-dollar conversion during 1997-98 to become Radisson on Flagstaff Gardens Melbourne.

Situated in a prime position at the top end of Melbourne CBD, the hotel has experienced twenty successful years, driving both domestic and international visitation and has been recognised with a multitude of awards for its service and product.

“The success of the hotel over the past 20 years can be put down to a number of attributable factors, including consistent service, its ideal location at the top end of the city with ease of access to freeways, opposite Flagstaff Gardens and station, adjacent to Queen Victoria market – a Melbourne must-do and within the Melbourne free tram zone. The hotel is ideally located for ease of access to the best combination of nature and city and has maintained a consistent level of service, welcoming many loyal guests,” said general manager Clinton Farley.

Along with many key celebratory activities throughout the hotels’ 20th year, inspired by the number 20; the hotel has committed to raising $20,000 during the year for a local charity. Globally, Carlson Rezidor Hotel Group maintains a key focus on engaging in community and environmental practices through the company’s Responsible Business focus.

“Birthdays are also a time to think fresh! 2018 will mark the beginning of the hotel’s rooms refurbishment project, commencing with the business class floors. The refresh will welcome a complete redesign to the look and feel of our rooms and ensure guests continue to experience a great night’s sleep and comfort. The team is extremely excited about 2018 and the activities surrounding the properties 20th birthday,” said Mr Farley.

]]>https://www.accomnews.com.au/2018/02/radission-on-flagtstaff-gardens-birthday-makeover/feed/0Federal committee to advise on Australia’s record $125.3bn tourist spendhttps://www.accomnews.com.au/2018/02/growing-australian-tourism/
https://www.accomnews.com.au/2018/02/growing-australian-tourism/#respondSun, 11 Feb 2018 12:12:24 +0000https://www.accomnews.com.au/?p=27800Australia’s tourism leaders will develop a bold vision for Australian tourism to ensure the industry keeps attracting record numbers of visitors and creating jobs.

Supported by the Turnbull Coalition Government, the Beyond Tourism 2020 Steering Committee has been established to attract an even greater share of the world’s 1.3 billion international travellers. Doing so will create new Australian jobs.

Australia is currently enjoying record numbers of international and domestic travellers who are staying longer and spending more. In the year ending September 2017, tourists spent a record $125.3 billion.

To grow this further, Australia needs to develop a new long-term vision for tourism, encouraging innovation, harnessing new technology and reducing red tape that will offer a world-class experience for travellers.

With a growing Asian middle class right on our doorstep, Australia is positioned at the epicentre of future tourism growth.

That is why the Turnbull Coalition Government has brought together Australia’s most experienced tourism leaders to shape the beyond Tourism 2020 strategy. This will ensure we continue to grow visitor numbers and their expenditure, driving economic growth and creating new Australian jobs.

The Committee, chaired by former Sydney Airport CEO Kerrie Mather, first met today and will report its findings to the Government in 2018.